基于HCD理念的机场服务设计策略探讨  

RESEARCH ON SERVICE DESIGN STRATEGY BASED ON HCD OF TRAVELER IN AIRPORT

作　　者：张竞元[1] 张寒凝[1] 

机构地区：[1]江南大学设计学院

出　　处：《设计》2017年第17期100-101,共2页Design

摘　　要：将以人为本的设计理念和新信息技术背景与机场相连接,研究当代机场服务系统创新的策略。分析了在新的背景下,国内机场服务系统存在的问题,并引入服务接触点的概念,融入系统创新的理论及方法,整合相关设计资源,从人、物、环境三个方面展开研究,提出符合旅客心理与生理的机场候机服务系统模型。指出机场服务设计的策略在于整体性的解决方案,包括服务流程的构建、设施服务与新信息技术的整合、基于新用户价值创造的服务模式。Combine user-centered design concept and the new informationtechnology with the airport to study the contemporary airport service systeminnovation strategy.Analyze the problems in domestic airport service,and introducethe concept of service touch-point.Integrate the related design resources,and studyfrom human,material and environment.Then come up with the airport service systemmodel which accords with the psychology and physiology of the passengers.Comeup with the solution of airport service design strategy:the construction of serviceprocess,the integration of facility service and new information technology,the servicemode based on new user value creation.

关 键 词：机场服务 服务设计 接触点 用户体验 

分 类 号：V351[航空宇航科学与技术—人机与环境工程]